Brand Orchestration is the Key to Digital Growth
At CoreMedia, we believe that companies in all customer-facing industries - including both B2C and B2B - are facing an enormous shift in the way they manage their global brand presence. Are you ready? We share our insights below.
A New Technology Wave
Content Management Systems (CMS) and Digital Experience Platforms (DXP) are part of a massive technology wave that continues to grow. Across all industries, an increasing percentage of value creation is now done through digital technology. New players emerge with the knowledge and the moxie to disrupt existing businesses through innovative digital customer experiences and smarter platforms. This disruption is especially apparent in physical brick-and-mortar stores that were once considered entirely distinct from the digital ecosystem.
As a result of this increasing digitization, the global Web Content Management (WCM) market is predicted to grow to $11B by 2023 with a compound annual growth rate (CAGR) of 15.2%.
The CMS and DXP platform market is just the latest technology wave we've seen over the last few decades. Other waves included enterprise resource planning (ERP) and customer relationship management (CRM) systems. Each wave follows a similar pattern: rising complexity drives the need for increased agility and greater synchronization of data across previously disconnected systems.
We're now on the verge of another major wave: global, omnichannel brand orchestration. And once again, it is being driven by an abrupt increase in complexity. This new technology wave promises to grow much faster than the overall CMS and DXP market, of which it's a subset. But before you can fully understand what brand orchestration is you need to understand the problems that make it necessary.
It's All About the Customer Experience
Increasingly, brands compete through better customer experience (CX), putting content at the heart of everything. Iconic brands have better stories to tell. And they know how to tell them better.
But telling these stories is harder than ever. The world of online information moves faster every day. The number of digital channels is growing at an accelerating rate. According to Forrester Research, companies will spend $146 billion on digital marketing by 2023. But that's only the beginning. The biggest transition will be the merging of the physical and the digital.
To stay competitive and reinvent their customer experiences for this new era, brands will need to be able to deliver iconic micro-experiences and relevant content at every step of the customer journey – both online and offline.
The challenge is that delivering the right brand stories to the right customer in the right format at the right time and place has never been harder. According to a Gartner survey, the top three challenges for marketers are:
- managing a global brand (35%)
- keeping the brand relevant (35%)
- measuring the impact of brand investments (31%)
Another challenge is digital transformation and the exploding Marketing Tech ecosystem. Scott Brinker’s famous Marketing Technology Landscape Supergraphic (also known as the Martec 5000) has grown from 150 solutions in 2011 to almost 7,000 today, with no evidence consolidation will occur any time soon. And this is just the marketing side.
Every additional touchpoint and and every new tool increases the complexity of the digital brand ecosystem.
What is Brand Orchestration?
Brand orchestration is the ability to manage digital experiences at scale, personalize them, and deliver them consistently in real-time to any channel – physical or digital. Acting instantly and communicating effectively during the customer journey is the name of the game.
Although these solutions will be an evolution of content management, they will also need to encompass a wider range of touchpoints and content types. They must be open and flexible enough to integrate with a broad range of best-of-breed marketing and commerce tools. And they must include a business user interface that enables content managers and merchandisers to act quickly and at scale.
So, at a minimum, brand orchestration must consist of the following elements:
- A modular and channel-agnostic repository for storing reusable digital assets
- The ability to create and manage "digital product" inventories
- Built-in tools to make all content "shoppable" on any channel
- Support for true headless content delivery
- A scalable, event-driven architecture for security, stability, and speed
- Integration with advanced AI to improve both customer experiences and marketing workflows
- Advanced personalization and centralization functionality
- Integrated tools for multi-site and multi-regional publishing, as well as sophisticated translation workflows
- Dedicated tools for business users to create and manage shoppable content experiences in a wide range of environments including in-store
Brand orchestration will, therefore, become the system of record for all successful brands through the ability to manage content for all customers. This will encompass instant updates and the synchronization of digital experiences across all touchpoints, including online, mobile, in-store, programmatic advertising, out-of-home, and video.
This is why we believe the market for brand orchestration will grow much faster than the overall CMS platform market, partly driven by the growth of CMO IT budgets, which are increasingly on par with the CIO's tech budget. We expect the demand for these solutions to expand dramatically in the next few years, fueling fierce competition to become the leading brand orchestration and digital experience technology provider.
The opportunity is huge. Salesforce alone aims to grow their revenue to $28B by 2023. Assuming all of Salesforce's CRM customers will need to invest in some form of brand orchestration and allocate an average of 10% on these solutions, this would create a $3B opportunity for brand orchestration within the Salesforce ecosystem alone.
Now that you have a better understanding of why brand orchestration is needed and what it consists of, the question is: how do you get there? What will the path be, from where you are today to where you need to be tomorrow?
Brand Orchestration in Action
To help answer these questions, let's look at a couple use cases to see how CoreMedia's customers are managing these challenges.
With customers and content creators across multiple regions and a wide variety of content types, Emerson needed to move from multiple individual brand sites to a single global enterprise-grade site. The goal of this transition was to unify the company’s many digital touchpoints without any major disruptions, while improving internal and external CX.
This required a solution that supported templated authoring, company-wide workflow management, and global asset delivery. Diverse global companies like Emerson rely on CoreMedia to deliver seamless integration with content and catalog data across various brand sites, creating rich interactions that are both engaging and informative.
Emerson chose CoreMedia Content Cloud based on its ability to provide a seamless, enterprise-level authoring experience that optimizes content delivery across any digital channel, site, language or region.
Even though it's not a B2C business, Emerson promotes its products as broadly and aggressively as any consumer-facing company. CoreMedia Content Cloud not only unified Emerson's multiple brands, it also allows them to tell their multi-language brand stories across any platform - including social media - in any region and in real-time.
Another B2B business that benefits from the brand orchestration capabilities of CoreMedia Content Cloud is Continental Tires. With revenues of about €44B in 2018, Continental is one of the world’s leading automotive industry suppliers.
As a provider of brake systems, components for drives and chassis, instrumentation, infotainment solutions, vehicle electronics, tires and technical elastomer products, Continental is shaping key trends in the automotive industry, contributing to safe and intelligent mobility and global climate protection.
With its previous digital infrastructure, Continental struggled to maintain multi-channel brand consistency. A new system needed to fulfill many requirements, including: the introduction of new content models based on product assets not pages; connectivity to third-party systems (future-proof expansion); parallel output in a variety of formats from a single data store; and usability improvements for all editorial team members. A new solution also needed to provide support for localizing core content for international markets.
Today, more than 220 divisional and departmental websites on Coremedia remain consistent and up-to-date. The new CoreMedia system also sources content automatically from existing product databases, integrates with a number of existing web applications, and has full connectivity with the in-house ERP system.
That's how a couple of our customers are using brand orchestration to conquer their challenges, but we know that every company is unique.
CoreMedia’s evolutionary implementation process is designed to support companies at every stage of their growth from initial prototype to departmental projects to global, large scale enterprise implementations. Find out how we can help you get up and running quickly and affordably so you can develop your brand orchestration engine at a pace that makes sense for you.